Vetsource.com Reviews 123

Vetsource processed an order on an urgent medicine for our cat while we were at the vet office. They took full payment and got approval from the vet that day. The next day going into a weekend when options of getting a different prescription were limited they sent an email canceling the order due to their lack of stock. They offered zero solutions for getting this ordered and just told me to call my vet back and get a new prescription of something they did have.

1) How do they not know they are out of stock when you place the order?
2) Urgent med requirement that they refused to fill but took payment, said they will not return payment for 10 business days (2 weeks) and said it is the vet's problem to solve not theirs.
3) The canceled after the vet was closed for the weekend and we cannot wait addition 2 days to get the vet to represcribe somewhere else. Now I am left taking the cat to an emergency vet (100 dollar fee to show up) and get that doc to fill the exact same prescription (hopefully they won't use this whack company to fill the order) pay another 75 bucks for that prescription.
4) Alternatively I can get the prescription filled at a human pharmacy but it will be a pill and the cat really struggles with pills, that's why we went to the vet to get a vet prescription of liquid format.

Prior to this instance, the same cat needed a different prescription that was a controlled substance. The pharmacy did not indicate in any communications that this would require a signature for delivery. So my wife and I went to work on a friday. When the package arrived it was returned bc we weren't available to sign for it. I could have stayed home and worked from home that day had they indicated I needed to be present to sign for it. Again, it happened going into a weekend and we had not other options than to go back to the emergency vet on a saturday pay the exam fee and get the prescription filled there.

Vetsource is a joke of a company with terrible customer service and even worse standard operating procedures. They take your money before they determine they don't have the product then expect you to wait for them to give you that money back. This company is awful, use anyone else. I will be changing vets in fact because they insist on using Vetsource and I will no longer put up with their bs.

Our dog's medicine (which should be stored at 86 degrees F or below) was not delivered to our home as advertised, but left in a cluster mailbox. We did not receive a delivery notice from Vetsource until nearly 4 hours after the medicine was delivered. In Phoenix, this means the medicine was baking in 106-plus degree heat all that time, and the metal mailbox (which is unshaded and located in direct sunlight) was like an oven when we picked up the medicine. Vetsource said we could not prove the medicine was damaged and refused to give us a refund. Our dog's medicine is costly, about $115 for a 30-day supply and they couldn't care less! If you care about your pets, stay away from this company!

My vet places orders for my pet's medication from several sources; most recently from Vetsource. What a nightmare. I have autofill on medication for her arthritis and the fulfillment was on 8/19. I received an email on 8/23, indicating that the medication had been delivered. I rushed to my mailbox because my pet had already been without her medication for a couple of days. She wasn't going to die or anything, but still. There was no package. I checked several times. This morning, 8/24, I contacted customer service and was connected to Chloe, who could not have been more unhelpful. To boot, she said that they sometimes say that an item was delivered 1-2 days before actual delivery. WHAT?!! I relayed that my dog was out of her medication and she was very matter of fact and said that she could patch me through to a vet technician who would determine whether my dog needed the medication sooner? Again, WHAT?! And she finished by saying that their process of saying delivery had happened without it actually having happened was the carriers fault and not Vetsource. Talk about not taking responsibility. Stay CLEAR!

I ordered the wrong product and they don't accept returns. I understand this is their policy so the low review reflects their return policy. I am not stuck with a product I can not use.

They sent me a dog medicine I didn’t order and would not return it or replace it for the right one. I will never use them again.

I've been using Vetsource auto-ship for several years. I started having problems when I simply changed the prescription dog food. No other information was changed (not the profile or pet's name). I attempted to place an order 3 times, which was always canceled. Wait time to speak with someone was always less than two minutes. I finally reached an associate and explained that my vet, when approving the order could still see my pet name, however the response was 'null'. Finally, I spoke with associate # 2 who suggested that I cancel auto-ship. Before, I could reconfirm if only auto-ship needed to be canceled or would I need to start as a new customer, the associate had transferred me to the phone survey. Although I wish the associate had not hurriedly ended the call, I moved forwarded with canceling auto-ship, re-selected my pet's name and reconfirmed profile/payment information. I submitted the order as 'new', checked with my vet and they were able to approve the order which is now 'in-fulfillment'. Final note, I find the website confusing even with auto-ship. For example, when changing the date on auto-ship, I never know if I need to add to cart or not. So, it's a phone call to verify if one will need to also add to cart on auto-ship date change. This review is higher than my phone review and I appreciate the second associate providing a suggestion to get me started on correcting the issue.

I have a kitty that has small cell lymphoma. He was put on a special diet of science diet prescription food. I ordered it from Pet Supplies Plus who used Vetsource for prescriptions. I ordered the food. My cat refused to eat it. I went on their website and cancelled the next order. I donated all but one can to my local shelter. It was 97.00. I then saw on my bank statement that I got charged and another order was sent. I disputed the charge. I contacted Vetsource. Not only were they not apologetic, they said I was no longer allowed to buy from them and my account was closed. I said all I want to do is send the food back. Where do I send this food back? They would not respond. So then I donated the next 97.00 worth of prescription food. Today I saw a reversal of payment and a charge for Vetsource on my bank account. Thanks for the care Vetsource. I have a sick animal and it cost a lot to have a sick animal and I had the worst customer service ever. DO NOT Use VETSOURCE!

Long story... I tried to order 6 month supplies of Simparica Trio for all 5 of my dogs at a cost of $1053 in February. My current vet had not yet seen all of my dogs for an office visit so they would not approve the prescription for all 5 pets. I decided to get all 5 scripts approved by my prevoius vet since they could. I canceled the order with Vetsource. 6 months later Vetsource charges my bank account $1053 for the auto-refill of an order they never even filled. They sent NO email notification of this upcoming order, they just charged me without my approval! Vetsource "claims" my email address was wrong. Funny how they emailed me in February at the right email but not in August when they were about to ship & charge me for the unauthorized order. I am not a wealthy person & I feed & care for 5 large rescue dogs so money is tight. Now I am supposed to wait 5-7 days to get my money back. Tell that to my power bill, my grocery bill, my mortgage! AVOID this place at all costs!!!

They ended up shipping my dogs medication to another one of their clients with my personal information. And then shipped someone's cat medication to me with that owners personal information in the package. Ended up reporting them to the DEA. When I called, the didn't seem to care what happen and said "we can cancel the order and re-order it for you" and that's all they were willing to do.

Ordered on July 13th. Paid on July 13th, they gladly took our money. Website stated 4-6 days. Order was approved by the vet on the same day, 7/13. Took 10 days to get my dogs meds shipped. Had to call twice, being on hold and cut off numerous times. Was told 5 days ago it was shipping overnight, they apologized for the issue and should have it by Monday or Tuesday. Tuesday came had to call again, getting cut off again. Hours on the phone talked to two different people who once again stated they have contacted the manager again and finally tonight the order shipped. Will not use them again. Hope it comes tomorrow as we will be away for a week and my dog will be in care, last minute anxiety not needed before our vacation. Not good if the meds are stuck outdoors in the sun in 100 degree weather for a week. Not happy and pretty stressed out!! Do not recommend. They don’t have their company together.

SHADY business practices!

The price they show for pet food is less if you sign up for Auto-ship, but they don’t tell you that it’s a ‘promotion’ only valid for the first shipment. There is no indication that this is the case and pricing isn’t labeled as a ‘promotion’ so there is no reason to look at hidden print under ‘promotions’ tab, where the limitation is outlined. I guarantee that thousands of people have encountered this and they have opened themselves up for a large class action lawsuit.

Terrible. The vet I used went to them. I signed up, made order for prescription food. DID NOT CHECK AUTO REFILL, A month or so later I checked my online checking account and saw they debited $66 for sending another bag of prescription food. This all happened over the weekend. Called first thing Monday morning customer rep said they could not stop it. I DID NOT CHECK AUTO. Also, the discount they offered on the first order was not correct. BE AWARE OF THEIR SERVICE. Wish I could give them a rating of "0"

They hate customers... the website ALWAYS has some sort of issue, chat support is an absolute JOKE. Another great idea ruined by the zombie business approach.

7/16/24 Update: Vetsource made good

Unbelievable! When I hadn't received Heartgard autoship timely, I had to purchase the Heartgard from VIP Petcare on location, I had sent SEVERAL emails CANCELING the order and when I didn't hear back, I called at which time I was told she canceled both orders and the autoship for the Heartgard and Nexgard, as I requested. And then I still received the Heartgard order days later! I called them to tell them the order was canceled along with autoship, that I want to return and get a refund, I was told I had to resolve with VIP Petcare and when I went to the location to do so, VIP Petcare said they cannot and I had to do so with Vetsource! I called Vetsource AGAIN to deliver the message I received from VIP Petcare and I was told again they cannot handle my request as it is a prescription! Vetsource will never have my business again!

Awful service, nearly a month to deliver, and deceptive advertising.
I decided to write this review after my second awful experience with Vetsource. My first order took nearly a month to receive; I receive my orders from other places within a week!
Then I received a promotional email for discount on tick, flea and heartworm medications. When I tried to order no discount applied. When I called they said that the discount is only applicable for autoship. I brought it to their attention that their promotion says nothing of the sort. After reviewing the email with me they acknowledged that their email is erroneous but still would not apply the discount. Their are more online store for ped medications than you can shake a stick at and I don't need their awful service, lengthy times to deliver my order, and deceptive advertising!!

I ordered heartworm medication for my pup which is normally shipped in the manufacturer’s sealed, unopened box. I ordered it through my vet’s website and my address was incorrect in their system (everything was correct with the exception that my street address is xxx xxx Drive and they had omitted one of the xxx). I started looking for the shipment and when I hadn’t received it, I went to their website to track it. The tracking said insufficient address so I called the carrier and they said Vetsource would have to call them. I emailed them to let them know what was going on and never heard back from them. I called them and was told that they couldn’t do anything about it. I asked if they would please just reship it or refund me and reorder it for me. They said they couldn’t do either and that I would just have to place a new order and pay for it again ($200+). What a scam!!!

This company is awful, I received an email about an order renewal for an autoship order I had intended to cancel. I tried to call when I received the email and they didn’t open for an hour, I called the minute they opened and requested they cancel the order. I was told they would “try” to cancel it but there’s no guarantee, I explained it hasn’t shipped yet and they gave some bs excuse about they had to contact the warehouse to cancel it (which they proceeded to not to) and said it’ll probably ship anyways, so I asked about returning it and was told I can’t return it because it’s a prescription items even though Hills has a 100% guarantee for returns. Wesley & Danielle are who I spoke to and they were both extremely rude and not willing to help in the slightest. I contacted Hills directly and got a full refund since VetSource literally refused to cancel an order that had not shipped. So they can take $70 from my bank but claim they don’t handle anything beyond that.

I ordered a Soresco collar from Vet Source through my vet of course, and a tick was engorged on my dog. I’ve never had this happen before with a Soresco collar. This was also the first time I’ve ordered from this company. In the past, with collars from other companies, ticks would die after biting my dog.

They use FedEx and the cans are always dented. This time, 8 cans were completely crushed, not even able to open them. Their response, refunded the cans and I could order another 24 cans for $115, but they would give a discount. Oh, ok so now I am 8 short, but since I have buckets of money lying around let me just order another 100 dollars of cans. Another suggestion that lead Casey gave is that I can call FedEx, in my spare time, and complain to them. Nope, there are to many other pet sources that carry this food. Shame on you vetsource, just shame.

I have tried ordering twice from Vetsource. The first time it looks like I made a mistake and omitted one number from my address because I was ordering on my phone. So I accepted that I made a mistake and my package didn't get delivered. The second time I ordered I did it through my pet hospital website and went through the ordering process from my computer. Since I had corrected the address with the pet hospital already, the process is to add the product to the cart and then there is a button that says shipping address and goes to the next page. From that page, there is a dropdown with the shipping address. There is only one address in that dropdown, which is my correct(ed) address. In order to change it, you would have to push an edit button and type in a new address, but because the dropdown was correct, and I triple checked it before ordering, I used the dropdown default.
Somewhere between the dropdown and receiving on Vetsource's side, it shipped to the prior incorrect address. I didn't hear anything from them. No email updates, no phone call. I ordered on May 7. On May 22, I decided to look into it. The tracking number for UPS - which actually doesn't work when I tried to call UPS because it's done through some weird service - led me to a page where the only updates were from May 7 and May 8 - that the package departed the facility. Nothing else.
I called Vetsource and they told me that I had put in the wrong address. I explained that I used the dropdown which only has my correct address and they said, no, I put in the wrong one. I was willing to accept responsibility when I made a mistake the first time but I am appalled that they are not willing to accept that they could have made a mistake. They even told me that they were going to update my address in their system now, which says to me that even though I updated through my Vet, they had not updated on their end. Is it so hard to believe that they pulled up my account and defaulted to the prior shipping address that they had never updated?

They can't refund since they "double-verified".
I went back to my cart to simulate an order to find the same correct address in the dropdown, same process. I don't need to type in an address because I use the one in the dropdown in the system.

It's my first time ordering flea medication for my new puppy and now this company has taken my money, told me it's my fault and there is nothing they can do.

I can't understand why a company would be willing to lose all future business for $165 of a client's money that they don't have to provide a product for. From other reviews, it seems like maybe this is just an unethical company with bad business practices.